Introduction to blithequark and the Industry
blithequark is at the forefront of transforming how large U.S. law firms manage side letters and contract data with its proprietary AI tool. As a leader in the legal technology sector, blithequark supports clients across global time zones and is scaling its support operations to meet increasing demand from elite law firms. Founded by a lean team of legal-tech experts, blithequark values forward-thinking, reliability, and strong communication. The company's mission-driven environment is designed for long-term team building, making it an ideal place for professionals looking to grow and make a meaningful impact.
Job Overview
blithequark is seeking an experienced Customer Support Executive to join its team. As a Customer Support Executive, you will play a key role in creating a human-centered support experience for blithequark's clients. This is a fully remote, full-time position that offers a unique opportunity to work with a cutting-edge legal technology company and contribute to its growth and success.
Work Arrangement and Schedule
The successful candidate will work fully remotely and be expected to work 8-hour shifts during off-peak UK hours, aligned to U.S. East Coast, West Coast, and Asia-based client time zones. Example shifts may run between 6:00AM - 2:00PM GMT+8, with flexibility for week 1 of onboarding.
Key Responsibilities
As a Customer Support Executive at blithequark, your key responsibilities will include:
- Responding to inbound Zendesk tickets and live chat inquiries from law firm clients during off-hours (U.S. and Asia coverage)
- Troubleshooting basic platform issues or user confusion, including document upload errors and account access
- Referencing and interpreting the company's internal guidebook to deliver accurate and helpful support
- Escalating complex issues internally and following through until resolved
- Designing, drafting, and implementing SOPs for CSR workflows, ticket handling, escalation paths, and resolution standards
- Tagging recurring issues for process improvements or documentation updates
- Participating in QA/bug testing when new product iterations are released to flag potential customer-impacting issues before launch
- Assisting with ad-hoc admin tasks, including guidebook updates, FAQ documentation, and internal support coordination
Immediate Tasks in the First 30 Days
In your first 30 days, you will be expected to:
- Complete system onboarding, learning blithequark's platform functionality, Zendesk workflows, and SOPs
- Shadow live support interactions to understand tone and troubleshooting expectations
- Study the internal guidebook and documentation to build platform fluency
- Align on tone, language, and etiquette when dealing with high-end legal clients
- Practice responding to mock tickets and live scenarios directly with the founding team
- Develop, define, and track relevant KPIs to monitor support performance and identify opportunities for improvement
- Start live coverage by the end of Week 1 (with oversight)
Requirements
Must-Haves:
To be successful in this role, you will need:
- A neutral English accent and exceptional written English
- Prior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours
- To be tech-savvy with the ability to learn new platforms quickly and provide calm, precise responses
- Strong attention to detail and comfort following particular procedures
- To be able to work independently and reliably with little supervision during early morning hours
Nice-to-Haves:
While not essential, the following skills and experience would be beneficial:
- Background in legal tech or B2B SaaS support
- Experience handling Zendesk, Intercom, or similar ticketing/live chat platforms
- Familiarity with SaaS onboarding flows and knowledge base creation
- Prior exposure to U.S. professional services (especially law or finance)
- Previous leadership or training experience, especially in mentoring CSRs or onboarding new team members
Benefits
As a Customer Support Executive at blithequark, you will enjoy a range of benefits, including:
- A competitive salary, to be discussed during the interview
- Fully remote work, allowing you to work from anywhere
- Generous PTO, providing ample paid time off to rest and recharge
- Direct mentorship, with guidance from international industry experts
- Learning and development opportunities, with ongoing access to resources for professional growth
- Global networking, with the chance to work and connect with professionals around the world
- Work-life balance, with flexible hours that support a healthy work-life balance
Our Recruitment Process
Our recruitment process typically involves the following steps:
- Application
- Pre-screening
- Skills assessment
- Top-grading interview
- Client interview
- Job offer
- Client onboarding
Conclusion
If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity with blithequark. As a Customer Support Executive, you will play a key role in delivering exceptional support to our clients and contributing to the growth and success of our company. With a range of benefits, including flexible working hours, competitive salary, and opportunities for professional development, this is a unique chance to join a cutting-edge legal technology company and make a meaningful impact.
Apply now to take the first step in your new career with blithequark.
Apply Now